Our experience with Moon Palace was a disaster from beginning to end. It would be easier for me to name what went right with our wedding than to list all the disasters. If you want a smooth and pleasing experience i suggest you stay away from this resort.

From the beginning the communication was sub par. I really wish i would have followed my instincts and cancelled our wedding here while i had the chance but since i was constantly being reassured that once we got to the resort that everything would be perfect and taken care of i gave them the benefit of the doubt.

The planning process was very stressful for me and I am typically an extremely laid back person who is not picky or fussy. There was never a straight answer for ANYTHING. It was like pulling teeth just to get information on the vendors and their pricing. They changed some of their approved vendors after they sent us the vendor brochures and never informed us. We had been in talks with a photographer who was on their approved vendors list and when i informed my offsite coordinator that we would be using him she responded that this was not an approved vendor and that we would have to pay the vendor fee for using him. As you can imagine i was totally confused. The planning process went on with many headaches like this one. We weren't not sent our final PO and onsite coordinator until about a week before we left for Mexico.

By the way the final PO is no guarantee that you will get anything that is listed on there. At our onsite meeting we were told that a different location was reserved for our cocktail hour and reception and that the location we had reserved was taken by another event. We then had to fight to get the location that was listed on our final purchase order.

No one spoke to us before the wedding to let us know there was a possibility for rain and ask if we wanted to move our party inside. They asked us the day before for our welcome party but not on the most important day which i found was totally ridiculous. It started raining as we walked out of the chapel after the ceremony (which started late because according to all of our guests the chapel was being set up and the air conditioning was off while everyone had already arrived at the time the coordinator asked). After the ceremony when it had already started raining was when we were asked if things should be moved inside and we said yes after talking it out with my mother and maid of honor. All the while the person who asked us if we should move was saying it would not continue raining, that we should stay outside, and that our guests were already arriving at the cocktail hour. 

They started saying a lot of ifs and buts after this. Like, "if you move inside you will lose two hours of your party but we will not refund you the money you paid for these two extra hours". At that point we felt totally ripped off. They were not coordinating anything and were not accommodating at all. You would think for a resort that does so many weddings they would have their rain contingency plans down to a T but they seemed like amateurs who were doing this for the first time. It is a total shock to me that someone like Miriam (on site coordinator) is a wedding coordinator at all. She was no where to be found for most of our wedding day. She did no coordinating what so ever! The only person that attended to us on our wedding day was Isis (she seemed to be an assistant) and it seemed that her capabilities and knowledge on what could and could not be done were limited.

We did not receive the majority of the items we had rented and paid for in advance from Gamma. They actually wanted to charge us more money and we refused to pay it.  The staff was totally unprofessional, the few guests that walked over to the outdoor cocktail hour location mentioned to us how they were wiping off the plates with the same rags that they were wiping off the chairs with.

As far as the $800 vendor fee i mentioned it to the offsite coordinator before our final PO and the onsite coordinator before the wedding that we would have our flowers come in from an outside vendor and no one mentioned charging us the vendor fee for this until 15 minutes before our ceremony when i was waiting to be taken to the chapel which was the first i had heard of Miriam all day the day of the wedding! Great timing to come talk to the bride about billing.

 There were so many other issues but at this point i feel like a broken record. It is a shame that instead of trying to make up for all the issues that we had and do right by their customer, they continue to refuse to take any responsibility for ruining this very special day for not just us but for all 70 something of our guests as well.

When looking for a location for your destination wedding i suggest you skip Palace Resorts and go with a resort who actually cares about their customers.

By the way if you were wondering what went right, it was the cake. Vanilla flavor. Highly recommend it. As well as the bridal services at the Salon in Nizuc.

If you have any specific questions feel free to send me a message.